Privacy policy

The Leukaemia Care privacy policy as of 24th May 2018

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional, medical or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

We may update our site from time to time, and may change the content at any time.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.

Our website is intended for a UK-based audience and only in relation to their activities within the UK, and we have used our best endeavours to ensure that our site complies with UK law. However, we make no representations that the materials on our site are appropriate or available for lawful use in locations outside the UK.

The Information Standard

Leukaemia Care is committed to the provision of high quality information for people with leukaemia (and allied blood disorders), their families and friends. Leukaemia Care is a certified member of The Information Standard independent quality assurance scheme, which is supported by the Department of Health.

Information Standard disclaimer

Leukaemia Care shall hold responsibility for the accuracy of the information it publishes under the Information Standard and neither the Scheme Operator nor the Scheme Owner shall have any responsibility whatsoever for costs, losses or direct or indirect damages or costs arising from inaccuracy of information or omissions in information published on the website on behalf of Leukaemia Care.

Where information has been accredited within the Information Standard process, this shall be clearly stated. Notable exceptions to the Information Standard include the patient magazine “Leukaemia Matters” and Nursing Magazine “Nursing Matters”.

Terms of website use

These terms of use (together with the documents referred to in them) tell you the terms of use on which you may make use of our website (our site), whether as a guest or a registered user. Use of our site includes accessing, browsing, or registering to use our site.

Please read these terms of use carefully before you start to use our site, as these will apply to your use of our site. We recommend that you print a copy of these for future reference. These terms can be supplied electronically by emailing

We reserve the right to change the terms of use at any time.

By accessing or using our site, you agree to be legally bound by these terms of website use as they may be modified and posted from time to time and confirm that you agree to comply with them.

For security reasons and to ensure that you have the best possible experience of our site, we strongly recommend that you use the latest version of your internet browser to access our site.

Our privacy policy

This privacy policy sets out how Leukaemia Care uses and protects any information that you give us when you use this website.

Leukaemia Care is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Leukaemia Care may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 25thMay 2018.

Use of the website and your personal information

You do not need to give us personal information in order to use most of this website. To access further services or support from Leukaemia Care, you may be required to share your personal information.

How do we obtain your personal information?

We may collect the following information:

  • name and job title
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers.

When we are seeking personal information, we will always make it clear what we are asking the information for, for example, when you sign up for our patient magazine we are using your information to supply you with the magazine.

Sharing of information

Occasionally, we may need to share your information. We will only ever share your information to fulfil a request.

Examples of this include:

  • When you sign up to receive a paper copy of our magazine, your address will be shared with our mailing house, BakerGoodchild, to fulfil this postage request. Your data will only ever be used to fulfil the subscription of the magazine.
  • When you sign up to receive a newsletter from us, your email address will be used within the MailChimp email client to fulfil the request for the newsletter. The data is held securely within the MailChimp platform.

What we do with the information we gather

Personal information is defined as information which may identify you. We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We will only use your information to contact you if you have specified the things you wish to be contacted about.

Certain categories of personal information are more sensitive and this is recognised within data protection law. This information may include health information, racial or ethnic origin, religious beliefs or other beliefs of a similar nature, political opinion and trade union membership. We do not routinely collect this personal information and will only seek to collect it if we have a clear need for doing so.

How do we use your information?

We use your information in accordance with the information you have signed up to receive. There may be other occasions where your data may be used, and this includes

  • Using personal information to claim Gift Aid on your donations
  • Using personal information to give you the information that you have requested to receive

If you have previously consented to hear from Leukaemia Care and now no longer wish to, you can unsubscribe at any time. All emails contain an unsubscribe button. Alternatively, you can unsubscribe to emails and hard copy publications by emailing


When we ask you for personal details on our website, we will always ensure that it is clear as to what we are asking those details for. Where we ask whether you would like to receiving ongoing contact from Leukaemia Care, we will always ask you to opt in to the various available channels.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

IP addresses

The information we collect via this website may also include your IP address (this is your computer’s individual identification number that is assigned to your computer when connected to the Internet) which is automatically logged by our web-server. This information is collected by our website host in the United Kingdom.

How we use cookies

This website uses session, permanent and third party cookies.

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Google and Cookies

We use Google Analytics’ 3rd-party audience data such as age, gender, and interests to better understanding the behavior of our customers and work with companies that collect information about your online activities to provide advertising targeted to suit your interests and preferences. For example, you may see certain ads on this website or other websites because we contract with Google and other similar companies to target our ads based on information we or they have collected, including information that was collected through automated means (such as cookies and web beacons). These companies also use automated technologies to collect information when you click on our ads, which helps track and manage the effectiveness of our marketing efforts.

You may opt out of the automated collection of information by third-party ad networks for the purpose of delivering advertisements tailored to your interests, by visiting the consumer opt-out page for the Self-Regulatory Principles for Online Behavioral Advertising at and edit or opt-out your Google Display Network ads’ preferences at

Links to external websites

External links on our site: we are not responsible for the content or reliability of linked websites and any listing by us should not be taken as endorsement of any kind. We have no control over the availability or content of linked pages.  Leukaemia Care makes no representations whatsoever about any other websites which you may access through our site or which may link to our site. When you access any other website you understand that it is independent from the Leukaemia Care and that we have no control over the content or availability of that website.

In addition, a link to any other website does not mean that the Leukaemia Care endorses or accepts any responsibility for the content, or the use of, such a website or the products or services available thereon and shall not be liable for any loss or damage caused or alleged to be caused by or in connection with use of or reliance on any content, goods or services available on or through any other website or resource. Any concerns regarding any external link should be directed to its respective website administrator or web master.

Linking to and/or framing from our site: you must ask permission to link directly to or frame pages hosted on our site. Please contact Leukaemia Care at, explaining how and why you wish to use such link and/or frame. Please include your name, organisation, telephone number and email address. You must not establish a link to or frame from our site without our permission, and doing so shall be deemed a breach of these terms of website use.

We reserve the right to withdraw linking and/or framing permission without notice.

Privacy and our online forums

There are two official online communities for Leukaemia Care. The first of these is hosted by Health Unlocked and is moderated by both staff and volunteers. The secondly is hosted on Facebook and admins in the group are staff at Leukaemia Care.

These are external websites to Leukaemia Care. Anybody posting to these platforms must be aware that information is then publicly accessible and could be viewed online by third parties. We cannot be held responsible for use of information from third parties.

As an issue of safety, we would always recommend that posters avoid over sharing personal information which could identify you offline.

Please note, all the messages placed on the forums or on social media are the opinion of the contributor, not of Leukaemia Care.

We would advise that only people over the age of 16 should participate in our online groups.

The aim of our online communities is to offer a safe space where people can share information and show mutual support of others. The nature of cancer is such that we ask all users to be mindful of content that is posted as we would not seek to cause alarm or distress.

Content is moderated and all users can report content which they deem as unsuitable.

Please do not use language that is suggestive, oppressive, intimidating or threatening.

The use of profanity is unacceptable.

Postings that give diagnoses or medical and treatment advice are not acceptable. Information posted by other users should never be considered a substitute for advice that can only be provided by a health professional. While a nurse may be present in our online forums, their role is one of fact checking. The online nurse is not a replacement for your own medical team.

Please do not promote the use of alternative treatments.

Messages that are critical of individuals or health professionals, specific treatments, services or treatment units will be removed. This is to ensure that others are not discouraged from getting the help they need.

Leukaemia Care admins have the right and responsibility of banning users who do not follow the rules of the online platforms.

You may not violate, plagiarise, or infringe on the rights of third parties including copyright, trademarks, trade secrets, privacy, personal, publicity or proprietary rights.

We don’t allow spamming or advertising. Requests from organisations or the media must come via an approach to Leukaemia Care.

Leukaemia Care cannot guarantee that you will be protected from malicious internet activity and recommends that you install internet protection software which includes antivirus, privacy protection and intruder prevention and detection.

Accessing and updating your personal information

You can request access to any information we hold about you by contacting our COO at Leukaemia Care, One Birch Court, Worcester, WR3 8SG email or telephone 01905 755977. Equally, please let us know of any changes to your personal information.

Limitation of our liability

Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it, whether express or implied.

We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

  • use of, or inability to use, our site;
  • use of or reliance on any content displayed on our site;
  • loss of profits, sales, business, or revenue;
  • business interruption;
  • loss of anticipated savings;
  • loss of business opportunity, goodwill or reputation; or
  • any indirect or consequential loss or damage.

Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to it.

Live Chat Terms of Use

Anyone requesting a live chat will be responded to by a member of our helpline.

Our helpline staff are  trained to provide information and support to anyone affected by leukaemia– patients, family, partners and friends.

Our helpline staff are not medically qualified and a chat with us should not be intended as a substitute for professional medical guidance.  We would always encourage anyone with a health concern to speak with a member of their medical team.

Occasionally our live chat service is used by individuals who are worried that they may have a leukaemia or other blood cancer although they have not been diagnosed.  We always encourage anyone with concerns about their health to speak with their GP.

We can exclude a live chat user if they:

  • Become abusive, threatening, use inappropriate sexually explicit language or tries to prevent the service being used effectively by others.
  • Becomes a regular or repetitive user who is unwilling to move on from particular issues or seek medical guidance for their concerns.

All chats are confidential – please see the section on ‘Helpline Confidentiality Policy’ for further information.

Leukaemia Care reserves the right to make changes to the terms of use when necessary and without notice, but we will do our best to ensure that any significant changes are made clear to all registered users.

Helpline Confidentiality Policy

This confidentiality agreement exists between all users of our helpline, email and live chat services and the helpline service as a whole.

We take confidentiality very seriously and aim to create a trusting relationship between service users and helpline staff.

Personal details are not shared with third parties unless consent has been given, and only on a ‘need to know’ basis.

Exceptions to this are detailed below and are made only where there is a potential risk to the individual or others and/or where required by law.

Objectives of the confidentiality policy

  • to protect the personal information of those who contact us
  • to provide a service where people feel able to speak openly about their concerns, knowing that the information is kept private
  • to ensure the protection of service users, staff and the general public
  • to ensure that the helpline adheres to the Data Protection Act
  • to ensure that helpline staff understand and adhere to the policy.

The confidentiality policy in practice

  1. Caller information is recorded for the purpose of returning calls, sending out requested literature and for reviewing the levels of caller satisfaction. This information is kept on a secure electronic database. Any handwritten information is stored in locked drawers.
  2. Callers to the helpline are free to speak to staff anonymously.
  3. Our telephone system reveals the caller’s telephone number. If helpline staff need to return a call the helpline telephone number will be withheld. Please note that if an individual has chosen to bar anonymous or withheld numbers then we will not be able to return calls.
  4. We do not pass on caller details unless this has been agreed with the caller. Where calls relate to other areas of the charity, we will pass on contact details. Voicemail messages or emails for specific members of staff or departments will be forwarded to the relevant person. Clear consent is not sought in these cases but is automatically presumed due to the nature of the enquiry.
  5. Email correspondence is kept securely and electronically and will be forwarded only where necessary. For example, a fundraising query will be forwarded to the fundraising team.
  6. All info stored with LiveChat but can be exported onto Leukaemia Care computers for training and monitoring purposes. LiveChat data is stored within the LiveChat system for 12 months later. Data exported by Leukaemia Care staff may include: Approximate geographic location, IP address, length of live chat and transcript of text. Downloaded data is only used for anonymised data to inform Leukaemia Care of the number of people using the service per month. Information on location, length of time on chat or IP address is deleted from this data.
  7. Statistical information relating to calls is collected for managerial purposes and may be shared.

Exceptions when confidentiality may be broken

  1. An individual is perceived as a serious and immediate risk to themselves by helpline staff. This may include being actively suicidal or self-harming.
  2. An individual is perceived as presenting a serious and immediate risk to others.
  3. A call, email or live chat which seems to indicate abuse of any kind to children.
  4. A call, email of live chat which indicates possible terrorist action.
  5. When an individual threatens helpline staff or tries to prevent the helpline being used effectively to support others.
  6. Where there is concern for the health and safety of members of the helpline team.

Where staff believe that confidentiality needs to be broken, a decision will be taken by the information and support manager in line with helpline policy and operational procedures.

Responsibilities of the helpline staff

The information and support manager will ensure that all staff are sufficiently trained to fully understand the scope of this policy and how to implement it in practice.

Responsibilities of helpline users

People who use our services must take responsibility for the information they divulge.

People who use our services should ensure that they are happy with the content of this policy and raise any questions they may have with the information and support manager.

Contact the helpline

Call free on 08088 010 444 (Monday-Friday: 9am – 10pm, Saturday 9am – 12.30pm) or email